Mike Powrie has 25 years of experience in delivering complex unified communications and contact center solutions from leading tier-one vendors and, more recently, as CEO of CloudWave.
CloudWave is an Australian-based, cloud-first organisation with strong core expertise and specialty in the Amazon, Twilio, Google and Serenova platforms.
Mike is a Cloud contact center and SAAS expert, passionate about customer service, post-sales support, and long-term customer relationships.
In today's episode Mike Powrie shares:
- Mike's journey from his first computer (a commodore 16) to Deloitte Fast 50 - Australia's fastest growing companies list.
- How he got interested in writing basic code, computer logic and then moving into IT
- What is happening in the rapidly evolving world of cloud computing
- The gap he saw in the experience given by large contact centers and the negative impact that has on customers, employees, and organizational results
- Why existing contact centers/call centers are expensive, have no integration, and don't work effectively, and how and why cloud solution is the way forward:
1. With open API, businesses can plug in Lego blocks and build what they want.
2. Cloud gives powerful data benefits eg can monitor conversational keywords.
3. It can detect how the call center agent feels day to day, moment to moment, and route calls accordingly.
4. It can provide real-time help for the team - giving them answers and next steps, knowledge bases, etc.
5. There is unlimited scale
6. Given technology, data is secure with backups, disaster recovery solutions, and more.
- What Mike has learned about hiring, on his journey to 50 team members including:
1. Why getting the right technical skills are important but it is more essential to have a team member who is a 'cultural fit'
2. What are the most important values of CloudWave (which the team is recruited against):
Respect
Ownership
Accountability
Referenceability - ie making sure every customer has a 100% success rate
His Life-Changing Questions
- How am I going to be remembered?
- When someone asks about CloudWave, what will they say?
- His tips for having close to 100% client retention rate
- And much more...
Resources mentioned today:
Mikes Powries Website: www.neonnow.io
Mike's Linkedin: https://www.linkedin.com/in/mike-powrie-683198162/
If you would like more insights on profit maximization for your business, visit www.ProfitHive.com.au
Nellie Cohen is the Director of Circular Revenue Models at Anthesis. Nellie holds over 15 years’ of sustainability experience and is widely recognized as a leading figure within the circular economy movement.
She spent nearly a decade at Patagonia as the architect of the brand’s precedent-setting and award-winning circularity program, Worn Wear.
Prior to joining Anthesis, Nellie founded Baleen. There she consulted with notable apparel brands to develop circular business models, product systems and related marketing and communications.
A former lecturer in Industrial Ecology at UC Santa Barbara, she holds a BA in Environmental Systems from UC San Diego and a MS in Biological Oceanography from Scripps Institution of Oceanography.
In this episode Nellie shares:
- What is the circular economy?
- What are the benefits of engaging in the circular economy?
- How we can keep our resources and products in use for as long as possible.
- Why ride-sharing/carpooling is better for the environment than Uber-ing.
- Great examples of businesses that are thriving with sustainable models.
- The impact that 'Worn Wear' had on Patagonia's success.
- Nellie's life-changing questions
1. How can I make the world a better place?
which led to
2. How can we change people's relationship with stuff?
3. How can I help move people from consumers to owners?
And a question that you can reflect on :
How can circularity affect your business plan and model?
- How 82% of Americans bought something used last year, and the growing trend of Gen-Z choosing not to buy something if it can't be resold or repurposed.
It is a trend that product-based business owners should consider carefully in their designs
Resources mentioned in this episode
Naomi Klein This changes everything Capitalism vs Climate
https://www.amazon.com.au/
Nellie Cohen - Linkedin
https://www.linkedin.com/in/
If you would like more insights on profit maximization for your business, visit www.ProfitHive.com.au
Our guest today knows a lot about resilience, in fact 7 times world surfing champion Layne Beachley dubbed her the “Queen of Resilience.” David Goggins, arguably the world’s toughest man, calls her a “badass.” Whatever you call her, Stacey COPAS is resilient.
Left a quadriplegic and needing a wheelchair after a devastating accident when she was 12, she did not let this tragic accident slow her down. She has used her life experience to help organisations (such as Viacom, GM Holden and Flight Centre) & their people be more engaged, mentally resilient and productive.
Stacey Copas shared in this episode:
How To Be Resilient
How she got her life back on track after becoming a quadriplegic at aged 12
How change is getting faster.
How building resilience is about building capacity, so when something challenging happens you can take it on, and grow and become stronger.
Don’t ‘Go through’ challenges, ‘Grow Through’ challenges.
Rituals you can put in place to build resilience and capacity to deal with future challenges.
Gratitude, don’t make the practise a chore and obligation - use mantras and say “thank you for the opportunity to be who I am, where I am, with what I have at this moment in time”
How to use mantras when you are in an un-resourceful state during the day
Why you should journal every day using this sentence:
“Today I had the opportunity to…” because ithelps you find the highlights of the day.
Why it is important how we describe situations - how we describe it is how we experience it. Change the way you describe it and feel differently.
Stacey’s Life-changing question: “How does it get any better than this?” What if? (positive not negative)
“When nothing is certain, anything is possible” Uncertainty is exciting, see it as possibility and opportunity.
And much more…
Resources Mentioned In The Show:
Her website: StaceyCopas.com
Linkedin: https://www.linkedin.com/in/staceycopas/?originalSubdomain=au
Her book How To Be Resilient: https://www.amazon.com/How-Be-Resilient-Blueprint-Getting/dp/0646940503#:~:text=Book%20overview&text=The%20principles%20outlined%20in%20this,the%20rest%20of%20her%20life.
Dain Heer, Being You Changing The World: https://www.amazon.com/Being-You-Changing-World-Hardcover/dp/1634930908
If you would like more insights on profit maximization for your business, visit www.ProfitHive.com.au
Ronsley is executive producer and host of multiple top-rated podcasts, including current titles My AI Love Affair, We Are Podcast.He was our guest in episode 188, and shared with us how to improve our businesses with podcasts, but today he is back in his capacity of AI GEEK.
As an entrepreneur and a computer scientist who has been pulling computers apart from the age of 12, he founded an Artificial Intelligence Training and Advisory company called AI Geeks. This company creates tools, training and strategies for businesses to adopt AI with empathy into their business.
Ronsley Vaz shared in this episode:
We have to change…. ‘What can we do with AI that will benefit the world?’
Why we MUST ‘Use AI with empathy’
We are in the intelligence age… which is commoditising intelligence
AI is a being on its own, but it is silicon based…. And we are carbon based.
AI is based on our neurology and psychology
AI is a kid in its empathy… ‘do as I do’ or ‘do as I say’?
Try thinking about that other person, not you first.
If you are trying to solve a problem you are trying to solve in your lifetime you are thinking too small
It's wise to start using AI now, so you can understand what it does and what it is used for
Things are changing dramatically, and you need to be involved in the conversation
The use of AI services such as ChatGPT, Descript, Claude
Use AI on the things you are not so good at
Prompting language - you need to know how to talk to the machines
The use of Writeflow (click the button and it will help you make great prompts)
How driverless cars and trucks are coming, in a few years time you will be at risk if you don’t understand AI now.
Using AI for ideation and brainstorming - it will give you info without your blindspots.
Ask AI what are your customers' pain points and mistakes they make in training to resolve these?
How to get AI to tell you what are your holes and your products. Give it perspective and context.
If you are putting content out there, you need to do literature review… leverage AI for this.
How he went from $0-$28k in days using AI
How he achieved 0-33 clients in 8 days, all using the help of AI
How he as chief AI officer is helping his clients and how they can teach their clients.
How to be an intelligent human being, and align that with divine
Resources Mentioned In The Show:
AIGeeks.co/level1 - 20 free lessons on how to use AI now
Podcast: MyAILoveAffair.com - episodes 3x per week
If you would like more insights on profit maximization for your business, visit www.ProfitHive.com.au
Since 2020, Emma Hamlin has helped her authors and students generate over a million dollars in their businesses.Through her self-publishing programs and book series, she has empowered over 500 women from 20 countries to become published authors and write internationally best-selling books she has also helped hundreds of authors get featured on media, TV, stages, and podcasts.
Emma is based in Australia and specialises in book and branding strategy, as well as being a seven-time #1 Amazon International Best-Selling Author and Publisher. Emma's students and authors learn how to write and publish books that leverage their gifts, monetise their brands and inspire others. In joining her programs, authors learn to uncover their core message and how to share it with the world in an authentic and meaningful way.
As a mentor, Emma brings a unique blend of skills to her programs – she worked for a decade at a major Australian Corporation leading 8-figure sales teams; she also has a background in the visual arts and music industry. This experience has gifted her with a combination of sales and marketing experience, plus an in-depth understanding of the intuitive, creative process.
Her work and transformational life story have been featured in international print and online media platforms such as The Daily Mail UK, The World News, USA Today, Bella Magazine, iHeartRadio, Take A Break Magazine, ABC News Australia, NBC, and FOX News.
Emma Hamlin shared in this episode:
How Emma transformed her life after her divorce
What happened when she started sharing story from a place of service.
The power of intention - and starting from a place of making the world a better place
How to make writing ‘Easy and Enjoyable’
The importance of getting clarity: What do you want to achieve with your book?
How to Rise up and get confidence and persist with writing a book
How to have awareness that you are worthy, and the world needs to hear from you
Important tips on branding and how to get clear on ‘what I want to be known for’
How to create legacy with a book
Examples of how Emma’s authors have become featured experts on TV
Examples of how her authors have enrolled clients whilst writing the book (because the act of writing has made their message clear)
Her life changing question”. “What am I grateful for right now?
How to improve things when you get lost in the haze of overwhelm
Why it is important to sit and reflect.
And much more…
Resources Mentioned In The Show:
Emma Hamlin on Facebook https://www.facebook.com/emma.hamlin101
Emma.hamlin on Instagram https://www.instagram.com/emma.hamlin/
Safe Steps Charity Melbourne https://www.safesteps.org.au/
If you would like more insights on profit maximization for your business, visit www.ProfitHive.com.au